Destination DC
  • Marketing & Communications
  • Washington, DC, USA
  • Salary
  • Full Time

Excellent benefits and flexible workplace

Position Summary

The Customer Experience Manager is responsible for creating and managing site inspections and signature meetings to enhance the customer impact and create memorable and impactful experiences.  While the position will report to the SVP, Marketing and Communications to connect to the marketing and creative strategies of the organization, the execution of the work will go towards supporting the Convention Sales and Services (CSS) team.

Essential Duties and Responsibilities (include the following, but are not limited to)

Site Visits

  1. Work with the Marketing and Communications team to identify appropriate marketing and creative strategies to support the CSS team to build "wow" sites from conception to realization.
  2. Work with CSS team to plan, research, brainstorm, secure venues, support and occasionally execute all site visit requests impacting city-wide, mini-wide and in-house meetings throughout the nation's capital.
  3. Assist with in-bound familiarization tours and signature customer events and meetings related to International Business Events Council (IBEC) and Ambassador Circle.
  4. Serve as the liaison between Destination DC and the host venue, sponsor, exhibitors, caterer, audio visual company or Destination Management Company.

Sales and Service Experiences

  1. Collaborate with the marketing team on all collateral material and other materials pertaining to each site inspection. 
  2. Responsible for site inspection revenue/expense tracking and ensuring events are on budget.
  3. Works with Partnerships & Alliances as to how best engage with members and diversify member usage
  4. Create strategy on how to align "wow" sites with both the asset intelligence project and ambassador circle.

Marketing and Sales Strategy

  1. Marketing Strategy: strong understanding of the needs, expectations and psychographics (market research) of a convention attendee and meeting planner, and ability to distill this knowledge into a practical strategy that meets measurable goals. Align site visits with major marketing initiatives and themes.
  2. Bring sales collateral to life for client engagement. Highlight the Connected Capital, Experience the Difference and Connected Campus content for site inspections. Use research in white papers focused on technology, biotech/pharma, medical, education, sustainability, transportation and government advocacy to creatively showcase the nation's capital as "the" place for meetings and conventions.
  3. Creative Ideation: serve as liaison between CSS and creative teams, working closely to ideate based on an understanding of a) CSS's goals and objectives and b) how those goals and objectives align with the creative team's scope of work.
  4. Project Management: ability to shape and manage timelines, knowledge of production basics (types of assets, specs, etc.), and hands-on experience working with creative teams, DMC's and other event service providers.
  5. Budget Management: as it pertains to creative needs, namely photo and video production.
  6. Other tasks as assigned by CSS Leadership and/or Marketing and Communications Leadership.

 Experience, Competencies & Education

  1. Minimum three to six (3-6) years progressive experience preferably in the non-profit and/or event management environment.
  2. Bachelor's Degree (B.S./B.A.) from four-year college or university in management, sales, marketing or related field.
  3. Ability to read, analyze, articulate and interpret general business periodicals, professional journals and technical procedures.
  4. Excellent communication skills.
  5. Superior organizational skills and attention to detail.
  6. Willingness to work evenings and weekends; willingness to travel.
  7. High level of technical proficiency with Microsoft Office and destination management software systems required.

To Apply:  Submit cover letter and resume to



Destination DC
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